We talked about the aircall VoIp phone center a few articles ago. Today we want to pick up the topic by focusing on integrations. Of course, don't forget the Black Friday offer power2Cloud, you still have a few days to receive 1 month free if you activate Aircall for one year.
A VoIp telephone system is the modern and reliable solution to manage a telephone system professionally whether you are a startup, a SME or a big business.
VoIP integrations with the tools you use every day for your work are essential and are the core business of this solution compared to traditional services.
Remember that VoIP stands for Voice over Internet Protocol, basically, VoIP communication allows voice to be transmitted thanks to the Internet, so you can do without hardware.
A VoIP phone system such as Aircall is cloud-based and offers significant savings, especially if your organization uses toll-free or international phone numbers.
Flexibility, scalability, portability and reliability are the hallmarks of a VoIP infrastructure. Also consider that the ability to integrate your VoIP phone system with other important communication and business tools greatly expands the capabilities and functionality of your phone.
Before talking about integrations, let's try to understand once again how VoIp technology works.
With VoIp technology all you need is an Internet connection and earphones.
This way you have the ability to use a computer, cellphone or tablet to connect to your voice telephony system and answer as if you were in the office even when you are at home or on the move.
VoIp technology hosts data securely in the cloud, so it can easily integrate with other software applications such as CRM, helpdesk platforms, and chat. You can create a complete software ecosystem for a functional call center!
Analog phones, or PTSN phone systems,are essentially stand-alone communication systems and therefore are limited in the amount of features they offer even in their integration with other software applications.
This prompts repetitive and manual actions to pin notes and other information between platforms. You will understand well that this is not the most efficient way to analyze data and work efficiently.
That is why the introduction of VoIp integrations broke the mold by allowing access to phone system functions and other software programs using the same dashboard.
With VoIP integrations, users don't need to switch between tools to instantly access data and synchronize information between systems.
Without forgetting that manual processes are not only time-consuming and inefficient, but also limited by human errors.
Here is a brief list of some of the types of VoIP integrations available:
The market has become even more competitive because companies are no longer considered only for the quality of their products and services. Customers evaluate your business based on their buying experience.
They do not want to wait to receive the answers they seek, in most cases, they do not even want to be called back.
They want to be assisted by agents who can answer their questions right away or they want to find someone quickly who can. Not to mention the fact that no one, including you reading this, wants to repeat themselves over and over again just because the Customer Service agent has changed.
When you can deliver a customer experience that is up to par, you can facilitate retention. Here are some other ways VoIP integrations can help you:
A cloud phone system and VoIP integrations give your agents the functionality for a great customer experience. In fact, Customer Service agents will have context and information needed for personalized interactions, expanding opportunities for your business.
VoIP integrations work together seamlessly and give you all the tools you need to improve the customer experience.
These modern technologies consolidate all your communication workflows into one platform, so you don't need to access separate systems to consult email, CRM, surveys, or analytics.
A call center like Aircall offers ready-to-use functionality, plus you can configure native integrations in just a few clicks without the help of an IT department.
The ability to purchase toll-free or local numbers with a variety of area codes also allows your team to have a local presence anywhere in the world. So you can select the area code you want when making any call.
Think about the last time you contacted a company about a product you purchased or a service you received. Here are some thoughts:
VoIP telephone systems were created to respond to precisely these critical issues.
If the company in question had used a VoIp telephone system it would probably have answered the first two rings, the call agent would have been able to resolve your concerns without transferring the call forcing you to repeat your problem. He also would have measured the performance with a survey shortly thereafter.
Although call center software and VoIp integrations have greatly enhanced the customer experience, the combination of these two technologies offers some valuable benefits for call center agents and managers as well.
Let's take a look at the benefits of call center software and VoIP integrations:
Call agents can use multiple tools at the same time and work efficiently.
Call center software and VoIP integrations enable call center agents to collaborate and share data.
Companies can manage their call centers remotely, simplifying the development of remote and distributed teams.
Call center managers gain real-time visibility into call center activity to act quickly and make informed decisions.
Modern software is flexible, so you can easily innovate as your needs change.
There is no limit to the number of VoIP integrations you can add.
Call volume can vary significantly, and modern software solutions allow you to scale your call center as needed.
Almost all call centers will benefit from implementing VoIP integrations in modern call center software.
First, consider the purpose of your call center. In the Aircall App Marketplace , VoIP integrations are categorized according to functions for sales, customer service, and customer support. You can also check the apps by the functions you need for your call center.
Let's do some examples.
CRM: HubSpot synchronizes contacts with your CRM, email marketing software, and eCommerce functions. It simplifies and increases productivity by providing a complete view of call activity across teams. It also has omnichannel capabilities and guides customers to the right team.
Help desk: Zendesk handles inbound and outbound calls directly in the app. Call agents have a single conversation with customers, regardless of who answers the call.
When your customers can have a smooth and seamless buying and comparison experience, you can reap the benefits quickly.
All in all, it couldn't be easier to implement Aircall and the apps in the Aircall App Marketplace to create a consistent, comprehensive, and productive call center.